Member Experience Architect — Content & Lifecycle

Base Power; Austin (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Base is seeking a skilled content strategist to own post-sale experiences across onboarding, installation, and ongoing member education. You’ll manage the Help Center, automated communications, and all in-product content to guide homeowners through their Base system.

You’ll collaborate with cross-functional teams to design lifecycle journeys, reduce friction, and improve engagement. If you love writing, systems thinking, and building a category-defining product from the ground up, this is your

Qualifications

• 3–7+ years in customer support, customer experience, content strategy, or a similar function at a fast-paced consumer company.
• Direct experience owning a customer's end-to-end experience — you know where things break down because you've seen it firsthand, not just measured it in a dashboard.
• Exceptional copywriting skills—you make complicated things simple and dry things interesting.
• Hands‑on experience building and optimizing lifecycle journeys in various tools.
• A data‑driven mindset: you define success metrics before you start, and you know how to measure what's working.
• Strong organizational instincts—you can manage a content backlog, have clear version control and change logs, maintain a Help Center, and run multiple active sequences without dropping anything.
• Ability to operate cross-functionally and hold a high bar for quality across every member touchpoint.
• Comfort being both strategic and hands‑on—you're just as comfortable auditing a comms sequence as you are presenting a content strategy to leadership.

Responsibilities

• Build, maintain, and continuously improve a self-serve knowledge base that answers member questions proactively and reduces inbound contact volume.
• Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement.
• Own all in-product content—tooltips, notifications, explanations, and educational prompts—ensuring members always know what's happening with their system and why it matters.
• Translate complex energy concepts into clear, friendly language that any homeowner can understand.
• Map the full post-sale member journey and identify moments where proactive communication can reduce friction, answer questions, and build confidence.
• Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to continuously improve performance.
• Collaborate with Member Experience, Design, Ops, and Engineering to ensure content reflects real member behavior and product reality.

Skills

Exceptional copywriting

Data-driven mindset

Cross-functional collaboration

Lifecycle design

Job description

Base is seeking a skilled content strategist to own post-sale experiences across onboarding, installation, and ongoing member education. You’ll manage the Help Center, automated communications, and all in-product content to guide homeowners through their Base system.

You’ll collaborate with cross-functional teams to design lifecycle journeys, reduce friction, and improve engagement. If you love writing, systems thinking, and building a category-defining product from the ground up, this is your